As Service Desk Manager, you'll oversee Service/Help Desk operations, managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services.
Requirements
- Active DoD Secret security clearance
- Bachelor's Degree from an accredited college or university + 8-years of relevant experience
- 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes
- 3+ years' experience managing a 24/7/365 Service Desk supporting 15+K Users
- Current certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional
- Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms
- Excellent communication and collaboration skills
- Strong customer service orientation and the ability to build positive relationships with stakeholders
- Ability to manage multiple priorities and deliver results in a fast-paced environment
Benefits
- Generous benefits package
- Professional growth
- Valuable time to recharge